Customer Success Manager – National

🕒 August 6

🇺🇸 United States – Remote

💵 $112.4k - $154.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Siemens Healthineers

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 $1.5M Grant on 2021-05

Healthcare • Healthcare Insurance • Biotechnology

Siemens Healthineers is a leading MedTech company focused on pioneering breakthroughs in healthcare. They offer a comprehensive portfolio that addresses the entire care continuum for serious diseases, including medical imaging, laboratory diagnostics, point-of-care testing, and digital health solutions. With a commitment to innovation, sustainability, and improving patient access to care, Siemens Healthineers collaborates with healthcare professionals and organizations globally to advance medical technology and enhance patient outcomes.

📋 Description

• Support Customer Service operations for Siemens Healthineers’ national Value Partnership relationship with Hospital Corporations of America (HCA) • Establish and maintain relationships with customer stakeholders, service operations managers, sales teams, customer service engineers, engagement managers, and support resources • Understand customer and Siemens Healthineers organizational structures • Support service delivery and daily operations • Plan and manage the contracted service business with local RSMs • Help ensure optimum service levels and customer satisfaction • Monitor personnel training and provide feedback to RSMs • Oversee operational activities, acting as on-site RSM when needed • Visit main customer sites as contractually obligated • Monitor system alerts and communicate service activity to account contacts • Use the Customer Distress Index dashboard to identify distressed functional locations • Analyze accounts receivable status and provide recommendations • Communicate between customer, sales, and service stakeholders • Support technical escalation management • Analyze preventive maintenance and update instruction activity to ensure compliance • Liaise between Siemens Healthineers service teams and customers’ in-house biomedical/clinical engineering teams • Conduct billing validation and oversee purchase order processes • Manage escalations between internal and external service providers • Review preventive maintenance schedules and completion activity • Control inventory and verify equipment locations • Support project management and installation activities • Audit invoices and coordinate contract and time-and-material billing with accounts receivable • Track onsite repair-parts inventory • Engage with support vendors • Schedule customer meetings and conduct quarterly business reviews • Identify end-of-service systems and communicate with sales teams and customers • Track and report clinical education and technical training balances • Participate in quarterly local service and CSE meetings

🎯 Requirements

• BS/BA in a medical field, engineering/technology, or business administration with healthcare background preferred • Minimum 5 years of professional experience supporting imaging and biomedical technology maintenance operations excellence • Background in managing service operations in complex imaging customer service environments • Ability to advise customer management and business partners on asset management matters • Excellent verbal, written, and presentation communication skills • Results-driven and action-oriented approach • Passion for making a positive customer impact while balancing business needs • Ability to travel 40% • Ability to work with controlled technology in accordance with US export control law

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) retirement plan • Life insurance • Long-term and short-term disability insurance • Paid parking/public transportation • Paid time off • Paid sick and safe time